Virgin Trains

The contact number for Virgin Trains is available directly from their website at no or lower cost

0333 103 1031

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Virgin Trains is a train service operator based in the UK. If you need assistance with a journey, call the Virgin Trains Helpline.

Contact Numbers for Virgin Trains

Department Opening Hours
Head Office Monday-Friday
8.30am-6.15pm
Saturday
9am-4pm
Sunday
9am-4pm
Customer Services Monday-Friday
8.30am-6.15pm
Saturday
9am-4pm
Sunday
9am-4pm
Tickets Monday-Friday
8.30am-6.15pm
Saturday
9am-4pm
Sunday
9am-4pm
 First Class Monday-Friday
8.30am-6.15pm
Saturday
9am-4pm
Sunday
9am-4pm
 Refunds Monday-Friday
8.30am-6.15pm
Saturday
9am-4pm
Sunday
9am-4pm
 Complaints Monday-Friday
8.30am-6.15pm
Saturday
9am-4pm
Sunday
9am-4pm

Virgin Trains

Virgin Trains is a UK-based rail operator. Virgin Trains mostly operates long-distance routes, such as Manchester to London or Birmingham to Glasgow. The routes are known as West Coast and East Coast. West Coast services run to/from London Euston from Glasgow, Liverpool, Birmingham and Manchester. East Coast services go from London King’s Cross to the likes of Leeds, York, Edinburgh and Newcastle. If you’re looking for a weekend away, you can even book a Virgin Trains short break – a package getaway where a Virgin advisor will book your train, hotel and attractions in one booking. For more information about Virgin Trains please call the Virgin Trains head office helpline.

Customer Services

You can contact the Virgin Trains customer services helpline to find out more information about a specific journey, such as stops or departure times, to get a refund for a cancelled or delayed journey, for information about a delay, for information about maintenance works or to make a complaint about a Virgin Trains journey, train or employee. If you have left something on board a Virgin Trains train, call the Virgin Trains customer service helpline and a member of the team will be happy to ensure that the item makes its way back to you, whether it is a phone, musical instrument, a suitcase or a jacket.

Tickets

There are lots of benefits to booking your train ticket directly through Virgin Trains. Firstly, there are no booking fees and no extra charges for cards. Virgin Trains releases their fares 12 weeks before the date of travel and this is when they are at their most affordable. You can also purchase season tickets for 7 days, a month, six months or 12 months if you regularly travel on the same route. Virgin Trains also has a price promise that you won’t find cheaper prices for Virgin Trains anywhere else. You can also collect rewards by booking with Virgin Trains, such as Nectar points or even Virgin Atlantic air miles. If you book as a group of 3-9 people you could even make further savings. To buy tickets on the phone or if you have experienced a problem with your tickets please call the helpline number.

First Class

For an extra fee, you can upgrade to a Virgin Trains First Class experience. First Class seats have extra legroom and are extra wide, so they are more comfortable than a standard class seat. You will be able to connect to the onboard wifi free of charge so that you can browse social media or get on with some work. You can enjoy an at-seat service of drinks and snacks, plus food and drink from a specially selected menu. There is a table at every seat as well as a plug so that you can charge your device. In terms of food, the menu that you will be able to choose from depends on the time of day. For instance, at breakfast you can enjoy a full English breakfast, at lunch you can enjoy a tasty sandwich and at dinnertime, you can enjoy a piping hot meal. If you have a question about Virgin Trains First Class or you have had a negative experience with First Class please call the helpline.

Refunds

If your train has been delayed for over 30 minutes, you are entitled to a refund. Virgin Trains has set up Automatic Delay Repay on the West Coast line – if you have booked an advance ticket online, you could find that the refund is already in your bank account. If you didn’t buy an advance ticket, you just need to fill out a claim form- you can opt to receive payment by cheque in the post, or via PayPal – whatever suits you best. You will find the form at the bottom of this page. If your journey was on the East Coast line, you will find the claim form here. For more information about refunds or if you have not received your refund please call the Virgin Trains helpline.

Complaints

The quickest way to file a complaint with Virgin Trains is to fill in the online contact form. You’ll need to fill out your details such as ways to contact you, your booking reference and what actually happened during the incident, whether it was due to a delayed train or an employee being rude to you. If you purchased an advance ticket, you can upload your ticket to help Virgin Trains solve your enquiry faster. If you are unhappy with their services, Virgin Trains recommends that you initially talk to a member of staff at a station or on board the train. They aim to resolve complaints quickly and satisfactorily but if your complaint can’t be solved on the spot, it will be passed on to the customer relations team. You can contact the customer relations team via email at customer.relations@virgintrains.co.uk. You can also make a complaint by contacting Virgin Trains via social media such as Twitter and Facebook. Before responding to your complaint, Virgin Trains will undertake a full investigation to see what has happened. If it involves a member of staff, the line manager may launch an internal investigation. If you would prefer to speak to the complaints team on via phone call you can contact them on the phone.

Virgin Trains Head Office Address

Department Address
Head Office Virgin Trains
North Wing Offices
Euston Station LondonNW1 2HS